DESCRIPTION OF POSITION:
The Patient Access Center Representative will be responsible for answering & directing incoming calls, completing a full registration on new patients, updating existing patient demographics and financial information, scheduling, and rescheduling appointments, and making outbound calls to schedule appointments. Maintains positive patient relations and represents the organization in a professional, friendly, and patient-focused manner by performing the duties listed below.

RESPONSIBILITIES AND DUTIES:

• Manage a high-volume multi-line phone system for incoming calls; be the first point of contact for all incoming calls.
• Answer incoming calls in a timely manner according to Patient Access Center SLA's.
• Route all misrouted calls to appropriate individuals.
• Utilizes computer systems to enter access or verify patient data in real - time ensuring accuracy and completeness of information.
• Identifies patients by date of birth and name in EHR system.
• Creates new account if patient not in the EHR system.
• Collect and enter patient demographic information within EHR system.
• Verify and update all patient demographic information in EHR system.
• Collect patient financial information and update in EHR system.
• Identifies payer source and verifies insurance eligibility.
• Verify and update all patient financial information.
• Accurately schedule patient appointments based on scheduling guidelines; If applicable to the appointment patient is requesting, obtain prior exam location and request from facility at the time of schedule.
• Must prioritize patients' needs to determine when an immediate slot should be found or if a patient can come in based on the current schedule for a particular clinic.
• Manage cancelations, including an event that may need to reschedule a full day, finding and offering the best alternatives for all involved.
• Monitors appointment reminder system: making sure that cancellations are identified and reconciled with the schedule.
• Manually reminds patients of appointments when the call reminder system is unable to do so.
• Provide callers with general visit instructions and specific visit instructions for each clinic as applicable.
• Send system messages to clinic staff for follow-up ensuring accurate and full documentation and communication internally.
• Answer, respond and document phone calls, requests, and questions from patients in a timely manner. Calls must be accurately managed or redirected as appropriate.
• Data collection, compiling and organizing incoming referrals & answering phone calls.

• Manage a high-volume multi-line phone system for incoming calls; be the first point of contact for all incoming calls.
• Answer incoming calls in a timely manner according to Patient Access Center SLA's.
• Route all misrouted calls to appropriate individuals.
• Utilizes computer systems to enter access or verify patient data in real - time ensuring accuracy and completeness of information.
• Identifies patients by date of birth and name in EHR system.
• Creates new account if patient not in the EHR system.
• Collect and enter patient demographic information within EHR system.
• Verify and update all patient demographic information in EHR system.
• Collect patient financial information and update in EHR system.
• Identifies payer source and verifies insurance eligibility.
• Verify and update all patient financial information.
• Accurately schedule patient appointments based on scheduling guidelines; If applicable to the appointment patient is requesting, obtain prior exam location and request from facility at the time of schedule.
• Must prioritize patients' needs to determine when an immediate slot should be found or if a patient can come in based on the current schedule for a particular clinic.
• Manage cancelations, including an event that may need to reschedule a full day, finding and offering the best alternatives for all involved.
• Monitors appointment reminder system: making sure that cancellations are identified and reconciled with the schedule.
• Manually reminds patients of appointments when the call reminder system is unable to do so.
• Provide callers with general visit instructions and specific visit instructions for each clinic as applicable.
• Send system messages to clinic staff for follow-up ensuring accurate and full documentation and communication internally.
• Answer, respond and document phone calls, requests, and questions from patients in a timely manner. Calls must be accurately managed or redirected as appropriate.
• Data collection, compiling and organizing incoming referrals & answering phone calls.

The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.

EDUCATION AND WORK EXPERIENCE

• Minimum of a High School Diploma and 1 - 2 years of experience in customer service, or equivalent combination of education and experience
• Proficient with MS Office and the ability to navigate multiple platforms.
• Ability to type a minimum of 40 WPM.
• Strong customer service skills with the ability to resolve patient concerns.
• Ability to quickly survey vast amounts of information to answer customers' questions.
• Willingness to work hours as dictated by scheduling needs.
• Ability to set priorities and manage time effectively in a high-pressure and multi-tasking environment.
• Previous experience in a call center and/or medical practice desired
• Knowledge of medical terminology strongly preferred.
• Ability to speak Spanish or other languages in addition to English preferred but not required.
• Experience working as a medical assistant or other similar healthcare role preferred.
• Familiarity with EHR systems and practices preferred.
• Knowledge of HIPPA compliance and various health insurance types preferred.

Physical Demands/Work Environment

• Must be able to sit for prolonged periods of time sitting at a desk and working on a computer.
• Must be able to hear and communicate with clients and staff on the telephone and speak clearly to communicate information to clients and staff.
• Must have vision which is adequate to read memos, computer screen, registration forms and other documents.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.